This is the third post in our series on the ROI of adding call-backs to your call center. Each post looks at one of the paths to cost reduction or revenue lift.
We’re purposefully putting aside the “softer” benefits of eliminating hold-time, i.e. the increase in customer satisfaction, agent happiness, NPS scores, etc. Those benefits are well understood and, for many companies, sufficient motivation to add call-backs. If you’re one of those companies, the ROI covered in these posts is icing on the cake. For companies where “hard” ROI numbers are the better path to budget approval, these posts will provide the business case you need.